NPS isn’t the metric you want it to be

Written by Better product building, Metrics

Reading Time: 9 minutes

Or: Why I’m a detractor of NPS itself.

Net Promoter Score is a de-facto metric for tech companies to measure how much people love their product. If you’re reading this you probably know what NPS is, or can easily find out so I won’t explain how to calculate it. Just remember that it asks users:

“On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague?”

The big question
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